Contact Center Technology Application Manager

Quick Facts

• Location: Düsseldorf (partial home office possible)
• Employment: Permanent
• Salary: €52,000–€60,000 per year
• Work model: Mobile work up to 60%

Description

You will ensure stable operations and continuous advancement of the contact-center and omnichannel systems. You act as the central point of contact for technical topics, analyze disruptions, and coordinate sustainable solutions with internal and external partners. You plan and support releases, changes, and tests while guiding vendors and service levels, and you contribute to innovation (including AI).

Responsibilities

• Maintain reliable operation and continuous improvement of contact-center and omnichannel systems
• Serve as the central point of contact for technical questions and incident analysis
• Coordinate sustainable solutions with internal and external partners (incl. apoBank)
• Plan and support releases, changes, and tests to ensure successful implementation of new requirements
• Manage service providers/manufacturers and monitor agreed service levels to ensure high service quality
• Advise management and business departments on technical options, assess requirements, and design modern contact-center solutions
• Contribute to projects and innovations around new technologies such as AI; propose process and application optimizations

Requirements

• Completed commercial, technical, or comparable education
• Several years of experience in application management, IT service management, or operating mission-critical applications
• Very good technical understanding of workplace equipment, user administration, interfaces, and operational processes
• Ideally experience with incident-, change-, release-, and vendor/service-provider management
• Structured, analytical, and solution-oriented approach; ability to be assertive when needed
• Confident communication with different stakeholders and strong service orientation
• Very good German skills (written and spoken)

Benefits

• Unlimited (permanent) contract
• Fair pay (€52,000–€60,000/year)
• Modern, ergonomic workplace
• Mobile work up to 60% and flexible working time models
• Good public transport connections and free company parking
• Monthly mobility allowance (€30)
• Urban Sports Club membership (from €9.90)
• Company events, company mobile phone, free drinks, employee discounts and partner special offers